JustCall

APRIL 3, 2023

Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells. Customer feedback and advocacy : Customer success teams also focus on gathering feedback from customers and using it to improve the product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

CustomerSuccessBox

MARCH 10, 2022

Send reminders to only the contacts who need them, and create tasks for yourself to assess their ROI and recommend possible upsells. Introduce the consumer to feature Y, explain the benefits, and walk them through the process with written and/or video training. Self-Onboarding for new customers. Get new users up and running quickly.

SaaS 52

SaaS Upselling Education Accountability 52

REVE Chat Blog

NOVEMBER 21, 2019

With the help of consistent newsletters, events or seminars/webinars you can educate your leads in the best way. Enhanced ability to upsell with relevant deals and offers – The sales agents can offer information about the current sale going on, or a discount coupon available for the product they are interested to purchase.

Best practices 77

Best practices B2B Sales Chatbots 77

Education Services Group

NOVEMBER 22, 2021

Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. Community is key in customer engagement and feedback. More on that below.

Upselling 52

Upselling Metrics Enterprise Feedback 52

JivoChat

APRIL 8, 2021

Customer engagement tools are software solutions that facilitate ongoing two-way interactions between companies and customers, which enable companies to gather feedback and insights from the target market and allow customers a means of communicating their needs and interests. Supports audio/images/video. Video calls.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

SmartKarrot

JUNE 22, 2020

Either by raising the price of the products for new customers, or upselling to your existing customers. For SaaS companies, SaaS Upsell rates is important and the latter is the key to generating revenue by keeping customer acquisition costs minimal, and thereby, unlocking growth opportunities. . Upselling is essential.

Upselling 10

Upselling SaaS Consulting Consulting 10

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. Escalation : Rapid, personalized, and inclusive responses to customer feedback and challenges can actually improve the customer relationship and your product.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

Amity

DECEMBER 12, 2016

Catching customer feedback and pain points early on gives you a chance to prevent problems before they explode or paint your company in a negative light. Increasing Upsell Opportunities. At the end of the day, your boss measures your success at customer management by the renewals and upsells you generate for the product.

Upselling 84

Upselling Entertainment Personalization Education 84

SmartKarrot

MAY 13, 2022

Scale the CS team to the needs of the business including, but not limited to, building capabilities around program strategy, solution-based selling, upsell, relationship building, identifying necessary roles & responsibilities needed to improve the customer experience (analytics, etc.). Apply here: [link].

Upselling 19

Upselling Customer centricity Best practices Accountability 19

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. Some clients might even be willing to make a video, helping you share their success. These assets are doubly useful.

Marketing 53

Marketing Best practices Upselling Feedback 53

Comm100

FEBRUARY 10, 2022

You can also offer relevant recommendations to increase your chances of upselling your customers like PuraVida does here with their “You may also like” section. Ask for and implement customer feedback. Customer feedback is this first-hand information crucial to your personalization initiatives.

Personalization 52

Personalization Customer Service Chatbots Self service 52

SmartKarrot

APRIL 28, 2023

Create and carry out programmes in Marketo for a variety of channels, including email, the web, nurturing of in-products, field events, webinars, etc. Deliver top-notch support and customer service to customers via phone, email, and video calls. Analysing client data and metrics to spot trends and prevent problems before they happen.

Upselling 19

Upselling Coaching Engineering Customer retention 19

CSM Practice

SEPTEMBER 19, 2017

Watch this YouTube video for a quick recap of this blog: Scaling Customer Success for the strategic client segment. Your enablement should also include shadowing your CSMs to provide specific feedback on how QBRs are handled by each individual CSM. CSM Shadowing could also include other discussions with clients.

Upselling 49

Upselling Coaching Self service Enterprise 49

JivoChat

JUNE 1, 2021

A good example is to hold an online webinar, which is a touchpoint that allows you to present your offer to prospects, and potentially generate leads or sales. Here are important post-purchase touchpoints to keep in mind: Upselling and cross-selling emails. Feedback surveys. Network referrals. Customer surveys.

CRM 52

CRM Advertising Chatbots Surveys 52

ChurnZero

JUNE 28, 2019

While Guitar Hero was a part of my life growing up – though I never really nailed those solos – my video game consoles have mostly gone unused. Whether it pertains to upcoming customer milestones or perhaps a potential upsell opportunity, great CSMs can identify small actions that can drive business outcomes.

B2B 49

B2B B2C Entertainment Customer advocacy 49

Nicereply

JUNE 18, 2020

If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect. Embrace Customer Feedback. Customers who take the time to offer feedback are much more likely to be engaged, long term users.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. 2-3pm Customer Training: We offer one-hour customized webinar-style training sessions for all of our Enterprise customers. Therefore we have a customer base that is eager and willing to give us feedback, which is awesome.

Management 84

Management Finance Enterprise Accountability 84

SmartKarrot

APRIL 28, 2021

Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients. Supporting customers in achieving their business goals with SpecifiedBy with training, online review sessions and webinars. based on learnings from successful customers.

Real estate 10

Real estate Upselling Customer retention Accountability 10

SmartKarrot

MAY 4, 2022

Product managers can also help with data-driven insights that help CSMs convince customers during upsells, resells, and cross-sells. Feedback is important. The product marketing team takes charge of all products related information- webinars, videos, emails, and in-app notifications. Divide tasks for each team.

Management 19

Management Customer retention Upselling B2B 19

ProProfs Blog

SEPTEMBER 13, 2019

Personalization took advantage in almost everything (videos, email outreach campaigns, ads) and is useful now in user onboarding as well. Two of the best ways to drive feature adoption are: by educating your customers (either through blog, webinars or any other type of content). User onboarding 2.0 is also focused on personalization.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

ChurnZero

JULY 12, 2019

Success is linked to renewals, upselling opportunities, account expansion, and advocacy. redirecting users to your knowledge base, a video tutorial, or product documentation. Provide Feedback and Reward Users. Reinforce positive behavior and provide feedback. Upcoming Webinar. Proving value is linked to success.

Accountability 75

Accountability Metrics Education Marketing 75

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Demonstration videos. Video chat. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Amity

MAY 25, 2016

With over 750 customers worldwide, Vision Critical provides a cloud-based Customer Intelligence platform that allows companies to build engaged, secure communities of customers they can use continuously, across the enterprise, for ongoing, real-time feedback and insight. What role does Customer Success have in enhancing the product?

Best practices 90

Best practices Metrics Sales SaaS 90

SmartKarrot

MAY 28, 2021

For a service company, the focus is on being open and true with customers, renewals, upsells, keeping communication safe, and looking out for churn. Helps make onboarding of customers easy Makes gaining feedback easier real-time Builds loyal relationships Helps gauge customer needs Increases revenue. Like what you are reading?

SaaS 10

SaaS Education Customer retention Upselling 10

Totango

MARCH 2, 2021

How-to blogs, articles, and videos addressing your market’s pain points. To bring buyers to a point where they are interested enough in your product to register for a free trial, you can use a number of tactics to deliver preliminary value: Demonstration videos. Product webinars. Tutorial videos. Case Studies. Datasheets.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

CustomerSuccessBox

NOVEMBER 16, 2021

This could help your business in the form of renewals, upsells, and referrals as well. ” Webinars. Webinars , strictly speaking, is a marketing tool. However, to make a webinar successful, you need to choose a topic that solves a pain point for customers. How do you do a Proactive outreach? Outreach is important.

Management 52

Management Feedback Upselling B2B 52

SmartKarrot

JUNE 30, 2021

This is via blog posts, social media, product explainers, informative videos, and more. Customer feedback , responses, and engagement is critical to understand customers better. Expansion revenue is extra revenue generated from add-ons, cross-sells, upsells, and more. Evaluation. How to know where to improve? Expansion Revenue.

SaaS 10

SaaS Upselling Metrics Advertising 10

ChurnZero

SEPTEMBER 16, 2021

Implement a Customer Feedback Loop. A way to stay consistent about this is by creating a customer feedback loop — a system of communication by which you can ask your customers for their feedback, collect and analyze it, and make clear to your customers that you’re taking their thoughts into consideration.

Customer retention 52

Customer retention SaaS Education Feedback 52

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc. How should we talk about upsells and renewals now?

Upselling 52

Upselling Metrics SaaS APIs 52

CustomerSuccessBox

JANUARY 18, 2022

Based on the milestone achieved/not achieved you can send automated trigger-based emails or videos to bring them back on track. The CSM and/or marketing team has recorded a “new feature” webinar for SMB customers. Web training. In CustomerSuccessBox, we have a special certified training module for all CSM. Wrapping Up.

Self service 52

Self service Enterprise Analytics Technical Support 52

CustomerSuccessBox

NOVEMBER 24, 2021

Relevant content can include various resources like blog posts, videos, case studies, podcasts, webinars, etc. The tool auto-generates risk and upsell alerts to draw a success manager’s attention. For example- for upselling to relevant customers, its require to know all license utilization metrics. Ask for it proactively.

Upselling 52

Upselling Feedback Customer advocacy B2B 52